Zandos Shocking Service and Lies

I ordered an Adidas watch in early Dec 2019,when I received the product it was not working period, I emailed Zando customer services on the 12th December 2019,my product was only uplifted last week in January 2020,they may be cheap but that's what you get,shocking service and a weak service desk infrastructure, the staff totally non the better, emails upon emails with promises and no action, if you don't contact them they won't contact, as of today I have an email indicating that due to high volume of queries which I definitely UNDERSTAND why considering their service, hmmm since 12th Dec 2019 I suppose they have the same issue, Zando must the world's biggest e-commerce platform to have so many issues or are they just overall weak?